Job Title: Manager Customer Experience Operations

Job Summary

We are looking for a customer-centric leader who can build and scale the complete post-order customer experience for Akidha. This role is responsible for owning every customer interaction after an order is placedfrom order confirmation and medicine substitution communication to delivery updates, issue resolution, customer retention, and refill journeys.

The ideal candidate should have solid operational thinking, excellent communication skills, and experience building customer support processes in a fast-paced consumer business. This role requires someone who can identify customer pain points, drive cross-functional improvements, and build systems that improve trust, customer retention, and prepaid adoption.

Key Responsibilities

Customer Journey Management

- Own the complete customer journey after order placement until successful delivery and repeat purchase.
- Design and continuously improve customer communication across calls, WhatsApp, SMS, email, and other customer touchpoints.
- Ensure customers clearly understand medicine substitutions through simple and effective communication.
- Reduce customer friction across the entire post-order journey.

Customer Support Operations

- Manage daily customer support operations and escalations.
- Define SOPs, SLAs, escalation matrices, and quality standards.
- Conduct regular quality audits and coaching sessions for the support team.
- Improve response time, resolution time, and customer satisfaction.

Order Fulfilment & Customer Communication

- Build proactive communication around order confirmations, delays, dispatches, delivery updates, and exceptions.
- Reduce "Where is my order?" enquiries through better visibility and timely updates.
- Coordinate with Operations, Logistics, and Warehouse teams to ensure seamless customer communication.

Issue Resolution

- Manage cancellations, returns, refunds, damaged products, delivery failures, and RTO cases.
- Establish structured escalation workflows and resolution timelines.
- Perform root cause analysis and collaborate with internal teams to eliminate recurring customer issues.

Customer Retention & Refill Programs

- Develop customer retention and repeat-order strategies.




- Build refill reminder programs for chronic medication customers.
- Improve first-order to second-order conversion.
- Design customer win-back initiatives following service failures.

Customer Trust & Prepaid Conversion

- Identify customer concerns that prevent prepaid purchases.
- Develop initiatives to improve customer confidence and prepaid order adoption.
- Reduce RTO through better communication, address verification, and customer intent validation.

Voice of Customer (VOC)

- Collect and analyse customer feedback across calls, chats, reviews, and complaints.
- Identify recurring customer pain points and recommend process improvements.
- Present monthly Voice of Customer insights to leadership.

Compliance & Patient Safety

- Ensure customer communication complies with healthcare and pharmacy regulations.
- Route medical and medicine-related queries to qualified pharmacists.
- Maintain customer confidentiality and data privacy standards.
- Ensure all communication templates comply with regulatory requirements.

Team Leadership & Process Improvement

- Recruit, train, mentor, and manage the Customer Experience team.
- Build quality monitoring, training, and performance management systems.
- Drive CRM adoption, workflow automation, and AI-enabled customer support initiatives.
- Continuously improve customer experience processes through technology and automation.

Candidate Profile

Education

- Graduate in any discipline (MBA preferred).
- Certifications in Customer Experience, Operations, Service Excellence, or CRM tools will be an advantage.

Experience

- 4- 6 years of experience in Customer Experience, Customer Operations, Customer Success, or Service Delivery.
- Experience in HealthTech, E-commerce, Online Pharmacy, Diagnostics, D2C, Quick Commerce, Retail, or Consumer Internet businesses preferred.
- Experience building or scaling customer support operations is highly desirable.

Technical Skills





- Experience with CRM platforms such as Zoho Desk, Freshdesk, Salesforce, or similar.
- Familiarity with customer communication platforms such as WATI WhatsApp, Ozonetel, or cloud telephony solutions.
- Strong Microsoft Excel and reporting skills.
- Experience using AI tools (ChatGPT, Claude, etc.) for process improvement and customer support automation.
- Knowledge of customer analytics dashboards and reporting tools is preferred.

Key Competencies

- Customer-first mindset.
- Strong leadership and people management skills.
- Excellent verbal and written communication.
- Analytical and problem-solving ability.
- Process improvement orientation.
- Cross-functional stakeholder management.
- Decision-making and ownership.
- High attention to detail.
- Ability to thrive in a fast-paced startup environment.

Key Deliverables

- Customer Journey Improvement Framework.
- Customer Support SOPs & Quality Framework.
- Customer Satisfaction (CSAT) Dashboard.
- Voice of Customer (VOC) Reports.
- Escalation & Complaint Analysis Dashboard.
- Repeat Order & Refill Performance Dashboard.
- Prepaid Conversion Dashboard.
- RTO Reduction Report.
- Refund & Resolution Turnaround Dashboard.
- Monthly Customer Experience Review (MCR) Presentations.

Success Metrics (KPIs)

- Repeat Order Rate.
- First Order to Second Order Conversion.
- Customer Retention Rate.
- Prepaid Order Percentage.
- RTO Percentage.
- Customer Satisfaction Score (CSAT).
- First Response Time (FRT).
- Resolution Turnaround Time (TAT).
- Refund Turnaround Time.
- Complaint & Escalation Rate.
- Repeat Complaint Rate.
- Reduction in Customer Support Contacts per Order.

Ideal Candidate Someone who doesn't just resolve customer complaints but understands why customers face them in the first place. They should be curious, customer-obsessed, and capable of building scalable processes that improve trust, retention, and operational efficiency.

Role: Manager Customer Experience Operations

Industry Type: HealthTech | Online Pharmacy | E-commerce | Consumer Internet

Department: Customer Experience

Employment Type: Full Time, Permanent

Role Category: Customer Experience & Operations

Education

UG: Any Graduate

PG: MBA (Preferred)

📌 Customer Experience Manager (Goregaon)
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